Support Requests and Staff Communication Policy

[Eggy]

Support Requests and Staff Communication Policy

Support is provided through the official website, dashboard and forum areas.

Using the correct support route helps staff investigate problems safely and efficiently.

Before opening a request

Please:

• Check the Getting Started guides.
• Search for an existing thread.
• Confirm the affected account and network.
• Copy the exact error message.
• Record the approximate time of the problem.
• Remove passwords and private information.

One request per issue

Do not create the same support request through several channels at the same time.

Duplicate requests can delay investigation and produce conflicting information.

Keep related updates in the original thread or ticket.

Provide accurate information

Support staff may ask for:

• Your username.
• The affected IRC network.
• The server and port.
• Your IRC client.
• Screenshots with sensitive data removed.
• The exact time an error occurred.

Do not deliberately provide false or misleading information.

Staff access and limitations

Staff can review account, dashboard, entitlement and configuration information needed to investigate the request.

Staff cannot guarantee control over third-party IRC networks, network bans, remote server availability or nickname-service decisions.

Response conduct

Abusive, threatening or repeatedly disruptive communication may result in the support request being closed and the account being reviewed.

Frustration is understandable, but support staff must still be allowed to investigate the issue.

Resolved requests

Resolved support discussions may remain visible as a reference for other users.

Private credentials or sensitive account information will not intentionally be included in public resolution summaries.